This collection of courses provides newcomers with the first step they need to start a career in IT. After completing this path, learners should be prepared to begin an entry-level IT job, such as Help Desk Technician or Desktop Support Technician, that provides additional hands-on experience. With some experience, learners will be ready to move into more formal certification programs, such as Microsoft's MCSA collection of certification titles.
The target audience for this path is anyone who is interested in starting an entry-level job in IT. This career track is also suitable for those switching into the IT industry, and who are focused on the operations side of IT, rather than the software development side.... Read moreRead less

Computing Essentials

Computer Fundamentals: Hardware

Description

PC hardware options change at a rapid pace, and it can be difficult to know which hardware is needed to match a specific computing need. In this course, Computer Fundamentals: Hardware, you will learn about internal and external PC hardware options to support intelligent decisions regarding the acquisition and upgrade of PC systems. First, you'll learn about PC peripherals that add functionality to a system. Next, you'll explore cable and connector types, internal PC hardware components, and storage devices. Finally, you'll examine which printing technology addresses various needs and you'll learn how to configure a multi-function printing device. When you're finished with this course, you'll have a foundational knowledge of not only PC hardware components, but also of when they should be used.

Table of contents

Course Overview1m

PC Hardware and Use Cases42m

Cables and Connectors24m

Internal Hardware Components32m

PC Storage37m

Printer and Multi-function Devices24m

Computer Fundamentals: Mobile Devices

Description

Aspiring computer technicians must be familiar with the wide world of mobile devices. In this course, Computer Fundamentals: Mobile Devices, you will learn foundational knowledge of configuring, securing, equipping, networking, and synchronizing mobile devices. First, you will see the hardware components of laptops and tablets, including memory, storage, system board, and display. Then, you will discover procedures for performing field upgrades and repair. After that, you will explore the different connectors and ports on today’s laptops, tablets, and phones, as well as the accessories that make them more convenient and practical. Next, you will be shown how to configure both wired and wireless network connectivity and set up e-mail on portable devices. Finally, you will delve into how to ensure that settings and preferences are consistent across multiple computers, and back up data files for safety and disaster recovery. When you are finished with this course, you will have the skills and knowledge of mobile computing needed to configure and support laptop, tablet, and smartphone users in a business environment.

Table of contents

Course Overview1m

Laptop Hardware and Components33m

Laptop Display Components11m

Laptop Features19m

Types of Other Mobile Devices20m

Accessories and Ports25m

Network Connectivity and Application Support22m

Device Synchronization19m

Computer Fundamentals: Operating Systems

Description

Operating systems are the beating heart of computer systems: the hidden engine that makes everything else possible. Every IT professional must have a solid grounding in modern operating systems. In this course, Computer Fundamentals: Operating Systems, you will see the pros and cons of today’s most popular operating systems and how to set them up for productive and secure computing. First, you will work with different versions of Windows, decide between an in-place upgrade and a clean install, understand domain versus workgroup networking, and understand the basics of PowerShell. Then, you will understand how to build your own management consoles, install applications, set up Windows as a network client, navigate the Linux file system from the Terminal, and secure the macOS. Next, you will be able to navigate the maze of Windows control panels, utilities, and command-line tools and understand when to use which tool. Finally, you will know the best practices for ongoing operating system maintenance and management. By the end of this course, you’ll know the key features of the most popular operating systems: Windows, macOS, and Linux

Table of contents

Course Overview1m

Common Operating Systems and Their Purposes13m

Features of Microsoft Windows Versions20m

OS Installation Considerations and Upgrade Methods28m

Using Microsoft Command-Line Tools24m

Using Microsoft OS Features and Tools29m

Using Windows Control Panel and Settings Utilities29m

Application Installation and Configuration11m

Configure Client-side Windows Networking26m

macOS Features and Tools15m

Linux Features and Tools13m

Computer Fundamentals: Operational Procedures

Description

Organizations use standard sets of policies and procedures for the consistent application of best practices to ensure IT systems and data are functional and protected. In this course, Computer Fundamentals: Operational Procedures, you will first learn about IT documentation and how to conduct yourself in a professional manner. Next, you'll explore environmental factors, software licensing, how to follow safety guidelines when at work, options that enable centralized change management, and disaster recovery. Finally, you'll examine remote access protocols and the basics of script automation using PowerShell and Bash. By the end of this course you'll have a foundational understanding of best practices to protect and manage IT systems and data.

Table of contents

Course Overview1m

Documentation, Professionalism, and Environmental Factors30m

Licensing, Privacy, and Playing It Safe17m

Change Management and Disaster Recovery21m

Scripting and Remote Access29m

Networking Essentials

Learn the basics of modern computer networking.

Computer Fundamentals: Networking

Description

Computer networks are at the core of our everyday lives. While any wireless technology is often referred to as wireless, and most networked ones as simply a network, there are multiple different technologies, protocols, and configurations to be done to properly set up a network at home, or in an office. In this course, Computer Fundamentals: Networking, you will learn foundational knowledge of networking services and concepts. First, you will explore what the different networking concepts are. Next, you will discover the different hardware that you will find on a network. Finally, you will discover the different types of networks and internet connection types that are available and learn which one is the best for each scenario. When you’re finished with this course, you will have the skills and knowledge of networking needed to design and configure a home or small office network.

Table of contents

Course Overview1m

What Is Networking?5m

Networking Hardware, Services, and Configuration Concepts52m

Wireless and Internet Connection Types and Their Features31m

IoT Devices and the Smart Home10m

Install and Configure a Basic Home and Small Business Network25m

Course Conclusion4m

Microsoft MTA: Networking Fundamentals Part 1

Description

Part 1 of 2 in the Microsoft MTA: Networking Fundamentals series. If you're at all interested in computing technologies, you probably find yourself asking what is a network or what exactly is a protocol? Beginners in the computer world looking to actually start working with computer networks should be building up a technical background with computer networking standards. This course is designed for those who have little to no experience in networking, but want to learn solid skills to build upon.

Table of contents

Getting Started with Networking Fundamentals15m

Basic Networking Fundamentals16m

Wired Network Media29m

Network Topologies25m

OSI Model27m

TCP/IP Communication28m

IP Addressing1h 18m

TCP/IP Command Line Tools37m

Microsoft MTA: Networking Fundamentals Part 2

Description

Part 2 of 2 in the Microsoft MTA: Networking Fundamentals series. If you're at all interested in computing technologies, you probably find yourself asking what is a network or what exactly is a protocol? Beginners in the computer world looking to actually start working with computer networks should be building up a technical background with computer networking standards. This course is designed for those who have little to no experience in networking, but want to learn solid skills to build upon.

Table of contents

Name Resolution36m

DHCP27m

Routing22m

Remote Desktop Services (RDS)14m

Wireless Networking31m

Network Security37m

IPv6 Fundamentals21m

Preparing for Your Networking Fundamentals (98-366) Exam26m

Next Steps9m

Practical Networking

Description

In this course, you'll get a practical, hands-on understanding of how to troubleshoot network-related issues. You'll learn all about IPv4 and IPv6 network connectivity, how devices connect to the Internet, how data gets from end to end, how to read a network topology diagram, and more. We also cover specific network troubleshooting techniques and commands including ping, tracert, netsh, ipconfig, and netstat.

Table of contents

Introduction to Internetworking21m

Understanding Internet Connectivity23m

Network Troubleshooting Methodology33m

Troubleshooting Physical and Layer 2 Connectivity20m

Troubleshooting IP Connectivity20m

Troubleshooting Applications and the Transport Layer13m

Isolating Problem Scopes and Causes26m

Web Browsers and HTTP/HTTPS15m

Troubleshooting Network Latency32m

IT Security Essentials

Learn the basics of IT and networking security.

Computer Fundamentals: Security

Description

Aspiring computer technicians must be able to implement security, one of the most important concerns of any IT organization. In this course, Computer Fundamentals: Security, youlll learn the fundamentals of all aspects of computer security. First, you’ll discover elements of physical security such as locks, badges, smartcards and hardware tokens. Then, you’ll learn about secure authentication, “least privilege” protection, permissions, and encryption, with a focus on wireless security and malware prevention, including social engineering attacks such as phishing. Finally, you'll see the laundry list of best practices for securing workstations, mobile devices, and SOHO routers. When you’re finished with this course, you'll be well prepared to implement strong security measures in your organization and prevent the most common security threats from damaging your organization’s systems, data, and people.

Table of contents

Course Overview1m

Physical Security13m

Logical Security21m

Wireless Authentication and Encryption11m

Malware Prevention21m

Social Engineering, Threats, and Vulnerabilities15m

Permissions and Encryption in Windows25m

Securing Workstations: Best Practices17m

Securing Mobile Devices12m

Decommissioning Storage Securely8m

Securing SOHO Networks11m

Microsoft MTA: Security Fundamentals

Description

This is a practical course for a beginner looking to gain a baseline knowledge in the world of IT security. This practical course moves you from basic concepts right into real-world implementations, cementing new knowledge by giving you the opportunity to immediately see it in action and practice it for yourself. You'll learn security basics like the three "A's" of security (authentication, authorization, and accounting. You'll also learn how the Windows operating system secures files, websites, users, mail servers, and more.

Table of contents

Getting Started with Security Fundamentals2m

Introducing Security25m

Physical Security as the First Line of Defense11m

Starting Security with Authentication29m

Authentication Basics19m

Active Directory15m

Using Encryption to Protect Data21m

Securing Files via NTFS14m

Sharing Drives and Folders12m

Introducing the Registry11m

Using IPSec16m

Using Auditing11m

Enhancing Security via Password Policies19m

Managing Security via Role-Based Access Control10m

Using Dedicated Firewalls to Protect a Network16m

Controlling Access with Network Access Protection7m

Using Isolation to Protect the Network18m

Protecting Data with Protocol Security12m

Securing Wireless Networks8m

Protecting Client Computers19m

Protecting E-Mail Services5m

Securing Web Browsers13m

Protecting Servers7m

Protecting Web Servers8m

Preparing for Your Security Fundamentals (98-367) Exam4m

Next Steps2m

End User Security Awareness

Description

Do you have security concerns as more and more of your personal and business information flows through technology? This course will teach you the basic concepts of end user security awareness including how to be proactive on the road, at work, and in your home.

Table of contents

Introduction1m

Strong Passwords7m

Social Engineering5m

Cyber Security5m

Phishing/Spear Phishing/Whaling6m

How Physical and Information Security Complement Each Other5m

Safer Digital Communications at Work6m

Malware at Work7m

Mobile Device Security5m

Security for Cloud Services5m

Identifying Personally Identifiable Information7m

Better Security on the Road6m

Business Technology Essentials

Learn about the key components of modern business technology infrastructure.

Introduction to Business Information Technology

Description

This course will give you a high level technical overview of the IT industry - its classification, how things work in organizations, core components of an infrastructure like server and services, networking, and storage. Then we'll cover the essentials of software development where you'll get to know about the most popular types of applications, languages, and platforms. The target audience of this course are people who are new to IT, want to learn about the bits and pieces of the IT industry, and want to understand the skills required to get their first job, on their way to pursue a career in IT.

Table of contents

Welcome to IT!14m

Business Technology Infrastructure47m

Business Software Development26m

IT Management13m

Staying Ahead Throughout Your Career12m

Virtualization: The Big Picture

Description

New to virtualization? This course is one of the best entry-level virtualization courses you will find. In this course, Virtualization: The Big Picture, you’ll learn why you need virtualization and the basics of how it works. First, you'll gain an understanding of the IT challenge before virtualization then discover how virtualization solves these challenges by making IT more efficient, lowering costs, improving availability, and making the business more agile. From there, you’ll learn how the virtualization hypervisor uses abstraction to provide these incredible benefits. Finally, you’ll explore how virtualization is used in the public cloud. By the end of this course, you'll truly understand what virtualization is, how it can help you, and, most importantly, feel comfortable with virtualization.

Table of contents

Course Overview1m

Introduction3m

What Is Virtualization?21m

Why Do You Need to Learn Virtualization?27m

Virtualization: What's Next?4m

Getting Started with Microsoft Messaging Fundamentals

Description

This is a beginner course that will serve as the first step in understanding how a Microsoft-based messaging system works. The basic concepts of Microsoft Exchange and Office 365 will be explained, as will the day-to-day administrative tasks that need to be completed. Common problems that surface while administrating Microsoft Exchange, Office 365, and user connectivity methods will be thoroughly examined. The proper troubleshooting steps required to resolve these issues will also be discussed and then demonstrated to ensure the student has a solid understanding of these important concepts.

Table of contents

Introduction3m

Understanding SMTP17m

What Is Microsoft Exchange & Office 365?32m

Understanding Active Directory & Azure Active Directory20m

Understanding Microsoft Exchange On-premises25m

Understanding Client Connectivity to Microsoft Exchange25m

Troubleshooting Client Connectivity to Microsoft Exchange33m

Creating and Managing Objects within Microsoft Exchange26m

Basic Administration of SharePoint 2016

Description

SharePoint adoption is increasing rapidly on premises and in the cloud. Don't get left behind, because no matter your current skill set or IT interests, there are one or more areas of SharePoint to build your career around. In this course, Basic Administration of SharePoint 2016, you'll learn to configure and deploy SharePoint. First, you'll delve into SharePoint farm architecture basics. Next, you'll explore the creation and configuration of web applications. Finally, you'll learn how to create site collections and sites, and what you can do with them. By the end of this course, you'll know how to set up SharePoint in a small test environment and be ready to move that farm to a limited production environment.

Table of contents

Course Overview1m

Introducing SharePoint 2016 Basic Administration2m

Creating and Configuring Web Applications30m

Creating and Configuring Site Collections and Sites32m

Creating and Configuring Service Applications14m

Managing Users and Permissions18m

Recapping the Journey2m

Help Desk Essentials

Learn the core skills needed for success as part of a customer support team.

Understanding Customer Service Processes and Procedures

Description

Do you strive to increase customer service satisfaction for your company? In this course, Understanding Customer Service Processes and Procedures, you will follow the path of a company that requires customer service processes to improve their overall customer experience. First, you will learn the value of support center customer service policies. Next, you'll learn about customer service processes and procedures. Finally, you will learn all about flow charts, FAQs, and more. When you are finished with this course, you will have the skills and knowledge needed to ensure a successful customer experience.

Table of contents

Course Overview1m

Understanding the Value of Help Desk Processes and Procedures28m

Using Flow Charts for Your Customer Support Needs17m

Implementing a Troubleshooting FAQ Knowledge Base14m

Support Center Tools, Technologies, and Metrics

Description

Have you noticed that your company's overall customer support satisfaction needs to be improved, but don't know where or how to start? In this course, Support Center Tools, Technologies, and Metrics, you'll learn how to optimize best practices to ensure the best customer experience. First, you will gain an understanding of the value of evaluating your processes and procedures through an operation excellence model. Next, you will learn about Support Center toolsets and how to leverage them to achieve your business goals. Finally, you'll learn how to evaluate metrics through an operational excellence model. When you are finished with this course, you will have the knowledge and skills necessary to achieve the ultimate Support Center success.

Table of contents

Course Overview1m

Understanding Problem Solving Through Operational Excellence19m

Service Center Toolsets14m

Metrics Evaluation Through an Operational Excellence Model23m

Dealing with Irrational Customers and Escalating Complaints

Description

A successful Support Center is prepared for any customer situation. In this course, Dealing with Irrational Customers and Escalating Complaints, you will learn to educate your staff about dealing with irrational customers. First, you will delve into the steps your organization must understand to ensure that even the worst situation is resolved with a great customer service experience. Next, you will learn about maintaining professionalism. Last, you will dive into complaint escalation techniques. When you are finished with this course, you will have the knowledge and skills necessary to deal with any stressful customer service situations your organization might face.

Table of contents

Course Overview1m

Maintaining a Professional Approach15m

Dealing with Irrational Customers12m

Complaint Escalation Techniques11m

Technology Troubleshooting Essentials

Description

IT Systems are hugely complicated, with almost infinite combinations of hardware, software, and peripherals. When you factor in environmental considerations and human error, troubleshooting any problem can be extremely difficult. In this course, you’ll learn the methodologies and processes of troubleshooting, how to reproduce and diagnose problems and issues, and how to fully and accurately document them for engineers and support personnel.

Table of contents

IT System Troubleshooting Methodologies38m

Understanding IT Systems and the Things That Can Affect Them30m

Documenting Problems & Solutions for Support Personnel & Engineers28m

Remotely Supporting Users and Replicating Problems29m

Computer Fundamentals: Software Troubleshooting

Description

Enterprises often use consistent software settings to facilitate installation and troubleshooting of operating systems and application software. In this course, Computer Fundamentals: Software Troubleshooting, you will learn how to diagnose software issues and how to protect systems against malware. First, you'll learn how to fix common Windows boot problems along with how to fix common mobile device operating system configuration issues. Next, you'll gain insight as to how mobile devices can be hardened from a centralized tool. Finally, you'll discover how to identify malware types and take steps to prevent and eradicate malware. When you're finished with this course, you'll have the skills necessary to solve software issues and harden mobile devices.

Table of contents

Course Overview1m

Solving Microsoft Windows OS Issues37m

Solving Mobile OS Issues21m

Malware Mitigation27m

Computer Fundamentals: Hardware and Network Troubleshooting

Description

A structured approach to solving computing problems results in cost savings and quicker problem resolution times. In this course, Computer Fundamentals: Hardware and Network Troubleshooting, you will apply troubleshooting steps to a variety of problems. First, you'll learn about the 6-step troubleshooting methodology. Next, you'll see how this methodology is applied to solving issues related to power, hardware components, displays, and printers. Finally, you'll explore how to quickly resolve issues related to mobile devices. When you're finished with this course, you'll know how to effectively apply troubleshooting steps to IT issues.

Table of contents

Course Overview1m

The Troubleshooting Methodology26m

Solving Hardware and Storage Issues29m

Solving Display and Printing Issues25m

Solving Mobile Device and Network Issues36m

Microsoft Windows and Office Essentials

Learn the basics of these key productivity applications.

Introduction to Windows 10

Description

Quickly get up and running with Windows 10! Busy business professionals will learn all about the basic operations, functions, and features of Windows 10. You'll learn the ins and outs of the start menu, taskbar, and Windows 10 apps. You'll explore basic operations and learn to search and surf in Windows 10.

Table of contents

Getting Started9m

The Start Menu5m

The Taskbar and Accessibility13m

Getting Started with Windows 10 Apps13m

Exploring Basic Operations21m

Searching and Surfing with Windows 1019m

Windows 10 Foundations

Description

Go beyond the basics in this Windows 10 Foundations course. Busy business professionals will learn about new ways to personalize and customize their Windows 10 experience. Learn about popular Windows 10 apps and learn to configure them. Learn Microsoft Edge and how to use Cortana, and much more.

Table of contents

Personalizing Windows 1016m

Configuring Must-have Windows 10 Apps19m

Popular Windows 10 Apps23m

Microsoft Edge10m

Social and Entertainment Windows 10 Apps24m

Microsoft Word (2016): Essentials

Description

Interested in learning how to use Microsoft Word for your job or daily personal use? This course is the one for you! In this course, you will learn how to get started in Word 2016 by exploring the toolbar, ribbon, and changes from previous versions. Next you will learn about all the different things you can do when working with a document in Word 2016. Finally, this course will teach you important information about formatting and working with text and paragraphs to create the perfect finished document. By the end of this course, you'll know your way around Microsoft Word and you'll be able to use its many features for a variety of projects.

Using Outlook (2016)

Description

This course introduces the new and improved features of Microsoft Outlook 2016. You'll become familiar with the layout of the Outlook environment, learn best practices for working with and managing email, and how to use the calendar, contacts, and tasks.